IFS410 End User Support

Chapter 3

Communication and Customer-service Skills

Customer Service and Personality Types

Myers-Briggs Type Indicator (MBTI) A test that measures basic personality on four

dimensions Important to understand your own personality Highly effective if you understand the personality of

the end-user

Customer Service and Personality Types (continued)

Four Dimensions: Where do you direct your energy?

Introversion (I) versus Extroversion (E)

How do you process information? Sensing (S) versus Intuition (N)

How do you make decisions? Thinking (T) versus Feeling (F)

How do you organize your life? Judging (J) versus Perceiving (P)

Customer Service and Personality Types (continued)

Use: to help understand how users and coworkers use different approaches to problems, communications, and learning

Examples of 16 possible types ISTJ (Introvert, Sensing, Thinking, Judging) ENFP (Extrovert, Intuition, Feeling, Perceiving)

Each person is a mixture of the 4 types No personality type is correct or best

Most people are a mixture of pure types

IFS410 End User Support

Excellent communication and interpersonal skills are often more challenging for new support workers to learn and use than technical or business skills!

A Customer Service Ethic

A customer-service ethic an organization-wide philosophy shared by everyone Mission Statements are good examples

(although many times are Marketing Driven) Customer Focused … Results Driven We don’t rest until you do Where do you want to go today

Satisfied versus Dissatisfied Customers Satisfied customers are likely to be repeat customers Dissatisfied customer incidents usually take longer to

handle Dissatisfied customers generate:

Lengthy incidents Repeated help desk contacts Complaints and ill-will Incidents that must be rerouted Product returns and refunds

A Customer-Service Ethic translates into a commitment Provide users with information, service, or solution

they need Explain to customers what can be done for them if

the problem cannot be solved Treat clients with respect Communicate to clients when they should expect to

receive the service or information they need Return calls or e-mails when promised

Communications Skills for Customer Service Three essential communication skills

Listen carefully Build understanding Respond effectively

Listen Carefully

Problem description Language used to describe the problem

Clues to caller’s experience level How the caller describes the problem

Tone of voice Use of technical terms

Strategy: Look for a communication skills course to build listening skills

Build Understanding

Develop empathy with a client Empathy: An understanding of and

identification with a client’s situation, thoughts, and feelings

Example: “It sounds like you’ve had a frustrating morning, but I think I can help you with this...”

Build Understanding (continued)

Try to express the problem in your own words Communicate to a client that you view him or

her as a person rather than a phone call or a problem

Techniques: Visualization Inclusive language: We, rather than I Smile!

Respond Effectively

Recognize the importance of a sincere greeting Icebreaker First impression Example: This is Joel in Computer Support.

Thank you very much for calling. How can I help you?

Use Scripts Appropriately

Script Prepared sequence of questions and

statements used to handle parts of an incident May include decision points and branches to

handle different situations Tip: Don’t read lengthy scripts or responses to

questions; restate the response in your own words if possible

Use Tone and Style Effectively

Use clear, succinct speech Speak slowly but not so slowly as to sound

condescending Use short sentences Avoid a rising inflection at the end of sentences Avoid empty phrases Phrase communication with clients positively Avoid technical Jargon Don’t laugh at a problem Massage the ego, build confidence of the user

Relative importance of elements of communication

Develop an Incident Management Strategy Incident management strategy

Techniques, tools and strategies that support specialists use to move through an incident effectively and efficiently from initial greeting to the end of the incident

Goals of Incident Management

Provide user with information she or he needs Manage stress levels for both the user and support

agent Ensure that the incident progresses from start to

finish in an effective and efficient way Make the user more self-reliant

Resources for Incident Management Organizational policies on incident management

philosophy and expectations Strategies covered in training programs Observation and imitation of respected senior support

agents Personal communication style Feedback on strengths and areas for improvement

Incident Management Suggestions

Strategies for Difficult Clients and Incidents

Difficult client is one who requires special handling strategies because the user is angry, not communicative, rude or abusive

Focus on: the specific problem getting the needed information to the client providing excellent customer service in a respectful

manner getting on to the next incident

Callers Who Complain

Give ample opportunity for the user to voice complaints

Use empathy Don’t take the complaint personally Tip: Remember that complaints can be a valuable

source of feedback

Calls from “Power Users”

Power user is one who is technically knowledgeable, or thinks they are, or who believes they warrant special treatment

Use inclusive language that makes the user feel like a member of the team

Use an authoritative tone

Incidents that Get off the Track

Refocus the incident Apologize for lack of prompt resolution Summarize the basic problem information Offer to continue to work toward a solution

Users Who Are Upset or Angry

Let users vent their anger Reassure user that the problem is an important one

and that you are willing to help resolve it Remember that angry users may continue to vent Avoid defensiveness Don’t sound patronizing

Users Who Are Abusive

Abusive user is one who is rude, uses inappropriate language, or makes personal attacks on a support agent

Goal: First transform an incident into one where the user is

just angry (no longer abusive) Then work to satisfy the needs of the user (result is a

successful incident) Follow the support organization’s policies and

procedures for this type of incident

Users Who Are Reluctant to Respond Use very simple language Avoid technical jargon Try different kinds of questions Give positive feedback when the user provides useful

information Suggest exchanging information in a different mode

(e-mail, chat session, face to face)

Users Who Won’t Stop Responding Use behavior that indicates the contact is over Summarize the incident and describe the conclusion Thank the user for calling Express your belief that the problem is solved Use short answers that don’t provide a lead-in to

additional conversation or communication

Comprehensive Client Services

Excellent customer service is based on specific values, attitudes, and actions Clients are the primary reason for the support

organization’s existence Willingness to take extra measures to satisfy clients Ability to provide client satisfaction depends on

adequate support resources (staffing, equipment, budget)

Excellent client service skills apply to telephone, face-to-face, and written communications